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7 Key Areas of the Credit and Collections Process
Areas of Credit and Collections included in the diagnostic review:
 
- Customer Account Initiation
- Analysis and Management of Customer Accounts
- Collections Process Alignment: Office and Field
- Management of Terminations and Restorations
- Customer Assistance Programs
- Contact Center Credit
- Field Service Credit
Customer Account Initiation: the requirements and practices your company applies to allow applicants to open new accounts (identity verification, credit scoring, requirements etc), training of customer contact personnel, linkage and use of external services, what internal processes have been developed and applied, deposit coverage, review at customer status/history and premise conditions (meter points), use of other external tools or internal data mining
Analysis and Management of Customer Accounts: resource deployment, change management, performance measure alignment (residential and commercial), deposit review and requirements, credit review data integrity and mining, analytic tools use and application of those tools to review customers both prior to/or upon entry into various collections cycles. This area also includes risk, forecasting, and regulatory alignment and management.
Collections Process Alignment: Office and Field- customers entry into payment agreements, payment arrangements, and actions associated with broken agreements, use of budget billing, termination notices and linkage to field treatment, in- and out-bound collections approach and call center alignment, application of allowable (regulatory) treatment, and working around “moratorium” or other collections cycle influencers
Management of Terminations and Restorations: the process for following-up on termination notices, acceptance of payments, alignment of customer service termination with notices (issued versus completed), management and reporting of the process from the field and with customers
Customer Assistance Programs: the use of affordability/assistance programs, effectiveness of interfaces with agencies, application to eligible customers, customer churn, and management of arrears customers looking for assistance options
Contact Center Credit: the Contact Center’s role in effectively and efficiently supporting account initiation, credit management, payment arrangements, whether in-or outsourced, provision of service to customers. Includes reviewing quality monitoring, training, evaluation of contact resolution for credit-related contacts (includes web, email, non-live correspondence)
Field Service Credit: Field Services alignment in supporting credit and collections, staffing , execution of needed field orders,
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